Global Manager – Commercial Applications Business Owner - Freight Forwarding

Job Purpose

To act as the day-to-day business owner for the CRM platform within Freight Forwarding Operations Excellence, translating the agreed CRM strategy and roadmap into prioritised requirements, configuration, and continuous improvement of customer relationship management capabilities used by sales, marketing, and customer service teams globally. The role ensures the CRM delivers the intended business value through prioritisation of requirements within the agreed roadmap, process standardisation, release and quality assurance, and user training and support, ultimately supporting revenue growth, customer retention, sales productivity, and data-driven commercial decision-making across the freight forwarding organization.

Key Accountabilities

Product Ownership & Strategy

Feature Management & Prioritization

Cross-Functional Collaboration & Alignment

Development Oversight & Quality Assurance

Sales Process & Automation

Account & Contact Management

Marketing Automation & Campaign Management

Customer Service & Case Management

Data Management & Quality

System Integration & Architecture

Change Management & User Adoption

Vendor & Partner Management

Continuous Improvement & Innovation

Collaboration

Qualifications, Skills and Experience

Required

• Bachelor's degree in Business Administration, Computer Science, Marketing, Information Systems, or related field
• Experience in CRM management, product management, or sales operations
• Deep experience with Microsoft Dynamics 365 CRM (Sales, Marketing, and/or Customer Service modules)
• Strong understanding of sales processes, methodologies, and commercial operations
• Experience in freight forwarding, logistics, or B2B services industry preferred
• Proven track record managing Commercial Applications and driving user adoption
• Experience gathering requirements, configuring CRM and related Commercial systems, and defining acceptance criteria
• Demonstrated ability to manage cross-functional stakeholder relationships
• Experience leading UAT and release management activities
• Background in training development and change management
• Understanding of CRM integration with ERP, quotation tools, and other business systems

Preferred

• Master's degree or MBA
• Microsoft Dynamics 365 certifications (MB-210: Sales, MB-220: Marketing, or similar)
• Professional certifications in Product Management (CSPO, CPM) or Sales Operations
• Technical background with understanding of Power Platform (Power Automate, Power Apps, Power BI)
• Experience with Dynamics 365 implementation projects from planning through go-live
• Knowledge of sales methodologies (SPIN, Challenger, Solution Selling, MEDDIC)
• Experience with marketing automation and campaign management
• International or multi-regional CRM management experience
• Background in Sales, Sales Operations, or Commercial Excellence